Regardless of the mode of delivery, represent a guide to the
relative teaching time and student effort required to
successfully achieve a particular competency/module. This may
include not only scheduled classes or workplace visits but also
the amount of effort required to undertake, evaluate and
complete all assessment requirements, including any
non-classroom activities.

Pre-requisites and Co-requisites

None

Course Description

This unit describes the performance outcomes, skills and knowledge required to develop, implement and review a sales and promotional strategy for a financial services organisation.

This unit has application to a variety of financial services sectors and is applicable to individuals working within enterprises and job roles subject to licensing, legislative, regulatory or certification requirements so the varying Commonwealth, State or Territory requirements should be confirmed with the relevant body.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

FNSSAM402A Implement a sales plan

Element:

1. Implement promotional strategy

2. Prepare distribution channels

3. Monitor and review sales plan implementation

Performance Criteria:

1.1. Sales plan is analysed to clarify strategy and sales targets
1.2. Promotional package is created to meet the requirements of the sales plan and enhance the business corporate image and satisfy all relevant legislation, regulations and codes of practice
1.3. Promotional strategy is implemented within budget and in the timeframes specified.

2.1. Distribution channels are identified and agreements for selling products and/or services are reached
2.2. Training of personnel is undertaken to develop product and service knowledge and to ensure quality customer service is maximised
2.3. Promotional materials are distributed to sales people through established distribution channels within appropriate timeframes.

3.1. Criteria to measure the effectiveness of the promotional strategy and performance criteria for sales staff and distribution channels are established so attainment of forecast sales target can be monitored
3.2. Adjustments to the promotional strategy or product and service distribution are made, as necessary, to ensure the required result is being obtained
3.3. Feedback on the implementation of the sales plan and promotional strategy is contributed to the sales planning process.

Learning Outcomes

.

Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
The activities will be delivered though Blackbboard and include your contribution to class discussion, worksheets and interactive sessions.
The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.
We expect you to constructively participate and contribute in all scheduled learning activities.

Teaching Schedule

Students are expected to check their student email and myRMIT online at least weekly for messages. If absent from class you are also responsible for keeping up with any changes and for downloading and reading notes that you have missed.

The nominal hours and topic sequence below is are a guide only and represent the total teaching time and student effort required to successfully complete the course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Dealing with complaints
Monitor and review sales plan implementation and customer service

3

3

2-3

2-4

14

5 May

Selling Simulation and feedback

Task 3 due

1-3

1-3

1-3

1-4

15

5 May

Selling Simulation and feedback

Task 3 due

1-3

1-3

1-3

1-4

16

2 June

Simulation resits if necessary

1-3

1-3

1-3

1-4

Note that the schedule is a guide and may change as deemed necessary by the teacher.

Learning Resources

Prescribed Texts

There are no prescribed texts, however students are encouraged to do their own reading of on-line and other resourses.

References

Other Resources

Access via computer to Blackboard for student notes and activities

Relevant websites

Relevant financial services documents such as promotional pamphlets

Overview of Assessment

Assessment may incorporate a variety of methods including technical requirements documentation, homework, assignments, group and/or individual projects, in class exercises, written and practical tests, problem solving exercises, presentations, direct observation of actual and simulated work practice, presentation of a portfolio of evidence which may comprise documents, and/or photographs and/or video and audio files, review of products produced through work-based or course activities.

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met. You will be provided with feedback throughout the course to check your progress.

Assessment Tasks

Task 1 Group assignment (max 3 students) due Week 6Students to write a case study in report format (maximum 1200 words) regarding implementing customer services standards in a financial service company.
Students to select an organisation and one of its financial products, then:
State the target group was it aimed at, and their specific needs
The main way of promoting and selling this product
What customer service skills do staff need for this?
What activities are necessary for staff to provide these skills?
What underlying tasks are necessary for managers to support staff in providing good customer service
How can staff and managers determine whether their sales and customer service practices are successfulAssignment Submission Requirements

Task 2 Individual assignment due Week 10a. Individual one page covering letter applying for a customer service position in a financial service organisation.
b. Research report (maximum 1000 words) advising financial service staff about how to provide good customer service in various customer interaction scenarios:
• face-to-face encounters
• phone calls
• email enquiries
• dealing with customer complaints

Task 3 Sales simulation due in either Week 14 or 15Normally students will work in pairs, each taking turns in the role of buyer and seller. Each student will have a different customer profile and needs. When taking the role of the seller, each student will have to display good customer service skills, determine and confirm their customer’s needs and whether they are eligible for the product, select the best product for them, present this product appropriately to the customer both verbally and visually, and determine whether the customer is interested in making a contract for this product.

Assessment tasks must be submitted via the course Blackboard and though Turnitin, a plagiarism checking tool. Turnitin will assess your work in approximately one minute, and return a colour coded response for the originality of the text. For information on Turnitin see:

Ensure that you submit assessments on or before the due date. If your performance is affected by unexpected circumstances, you should consider applying for Special Consideration. Information on the process and application forms is available at http://rmit.edu.au/browse;ID=ls0ydfokry9rz .

When submitting any individual or group work for assessment at RMIT University you must complete, sign and submit a cover sheet in which sheet you declare that the work you are presenting for assessment is your own work. An assignment cover sheet is available on blackboard.

Each page of your assessment should include a footer with your name, student number, the title of the assessment, unit code and title and page numbers. For example, Julie Macpherson, s324567, Task 2, MKTG6077C Sell financial products, Page 1 of 10.

Please note that to confirm your competency you may be questioned on any aspect of an assignment you submitted, either as an individual or as part of a group. In the case of a group assignment you may be questioned about any aspect of the assignment, even parts of it you may not have directly prepared.

Marking Guide (competency):

Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp of the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying.

You will receive feedback on each assessment task that will state whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading.

Please refer to the Final Grades table below.

Marking Guide (Grading)

After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognised against industry standards and employability skills.

The grading is according to the following criteria:

1. LEVEL OF INDEPENDENCE, INITIATIVE, ENTERPRISE AND PERFORMANCE OF WORK TASK
Demonstrates a high level of ability to complete all tasks independently as per the specifications, a high level of initiative in interacting with a customer and selling a financial product.

2. DEMONSTRATED BREADTH OF UNDERPINNING KNOWLEDGE AND A WILLINGNESS TO CONTINUE LEARNING
Demonstrates depth of understanding of the key concepts and knowledge required in interacting with a customer and selling a financial product.

3. TECHNIQUES & PROCESSES, TECHNOLOGY SKILLS AND PROBLEM SOLVING
Shows understanding of the kinds of problems that can arise in interacting with a customer and selling a financial product. and how these may be addressed.

4. WORK ORGANISATION, PLANNING AND SELF MANAGEMENT
Demonstrates effective planning, manage and organise time through appropriately using a diary, submitting their assessments within deadlines.

5. COMMUNICATION, PEOPLE NETWORKING, LANGUAGE AND INTERPERSONAL SKILLS AND TEAMWORK
Contribute constructively and clearly to relevant group and class discussions, also demonstrate good techniques in collecting and providing information to appropriately sell products within the employer’s guidelines.